Customer Success Enablement Manager

Role Scope & Requirements

Business Partnership

• Partner closely with CS Leaders across segments to understand priorities, surface gaps, and design enablement programs aligned to business outcomes like NRR, expansion, and customer satisfaction.
• Build trust across Product Marketing and RevOps to deliver cohesive GTM programs.

Program Development

• Create and curate learning paths, playbooks, and frameworks tailored to CSM needs (e.g., value discovery, partnership reviews, renewal conversations).
• Translate insights from calls, customer data, and frontline feedback into practical, repeatable programs that drive consistent execution.

New Hire Onboarding

• Own onboarding for Customer Success Managers, Implementation Specialists, and Professional Services team.
• Build on role- and segment-specific tracks to accelerate time-to-value; simplify and prioritize content so new hires can confidently lead customer conversations.

Systems & Tools

• Manage enablement systems (LMS, content hubs, call libraries) to ensure resources are easy to access and apply.
• Provide perspective on AI-enabled tools to reinforce learning and support real-time customer interactions.

Scaling Impact

• Support CS organizations at scale in dynamic, high-growth SaaS environments.
• Reinforce skills and behaviors over time through certifications, peer learning, and scenario practice.

Impact Measurement

• Partner with CS Ops to measure program effectiveness beyond activity tracking.
• Link enablement to outcomes like faster ramp, improved NRR, and higher expansion rates; iterate programs based on data and observation.

Program Execution

• Manage multiple initiatives concurrently; balance strategic design with facilitating sessions, delivering training, and embedding practices in the field.

Out of Scope

• Technical enablement / Ashby product knowledge (partner but do not own deep technical training).
• Competitive intelligence (collaborate but not serve as SME).

You Might Love This Role If

• Passionate about enabling Customer Success teams to deliver business outcomes.
• Love building scalable programs that impact retention and expansion.
• Thrive in cross-functional work and building trust with leaders and customer-facing teams.
• Known for operational excellence, clarity, and execution.
• Energized by both designing programs and reinforcing them with teams.

This Role Might Not Be for You If

• Prefer focusing only on training content without reinforcement or measurement.
• Uncomfortable facilitating live sessions or role plays.
• Need a large team or mature infrastructure (this is a lean, hands-on role).
• Dislike documenting and systematizing (async-first culture values clarity in writing).

Benefits

• Competitive compensation, including equity.
• 10-year exercise window for stock options.
• Unlimited PTO (4 weeks recommended per year).
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100/month education budget (conferences covered with approval).